Warranty Policy

At HiZoo, we stand behind the quality of our products. Every HiZoo massager is covered by a 2-Year Limited Warranty, so you can enjoy total peace of mind. This policy explains what is covered, what is not, and how to submit a warranty claim.

Warranty Period

Your HiZoo product is covered for 2 years (24 months) from the date your order is marked as delivered.

Warranty coverage applies only to the original purchaser and requires proof of purchase (your order number or order confirmation email). To request warranty assistance, simply contact us within the warranty period — no registration is needed.

This warranty is separate from our 30-day money-back guarantee. If you are not satisfied with your purchase for any reason, you may return it within 30 days of delivery for a full refund — see our Refund Policy for details.

What Is Covered

This Limited Warranty covers defects in materials or workmanship that occur under normal and intended use, including:

Massage motor or roller mechanism failure;
Heating function not working;
Device not charging or not powering on (confirmed battery or circuit defect);
Buttons or controls that stop responding;
Any other manufacturing defect that affects normal functionality.

If a covered defect is confirmed, HiZoo will offer a free replacement, store credit, or refund, depending on the nature of the issue, product availability, and applicable consumer protection laws.

What Is Not Covered

Misuse, abuse, negligence, or improper handling;
Dropping, impact, pressure, or physical damage caused after delivery;
Unauthorized repairs, modifications, or attempts to open the product;
Normal wear and tear, including cosmetic scratches, fading, fabric wear, or signs of regular use;
Gradual battery capacity reduction due to normal aging and charge cycles;
Damage from water immersion, fire, extreme heat, or other external causes;
Use of chargers, cables, or accessories not compatible with the product (5V / 2A input required);
Improper storage, cleaning, or maintenance;
Use of the product in a way that is not consistent with its intended purpose;
Lost, stolen, or misplaced items;
Cosmetic damage that does not affect the product's functionality.

How to Submit a Warranty Claim

If you experience an issue with your HiZoo product, contact our customer support team at:

customer_service2009@outlook.com

To help us resolve your claim as quickly as possible, please include:

Your full name and order number;
Email address used at checkout;
A brief description of the issue;
Clear photos or a short video showing the defect.

Our team responds to warranty claims within 2 business days.

Claim Evaluation

In most cases, we can confirm the defect through your photos or video — you will not need to ship the product back. In some cases, we may request additional photos, videos, or product information, or ask you to return the product for inspection before a final decision is made.

Please do not return any product before receiving authorization and instructions from HiZoo. Products returned without prior authorization may not be accepted or processed.

Warranty Resolution

If your warranty claim is approved, HiZoo will offer one of the following solutions:

Free replacement of the defective product;
Store credit;
Refund, when appropriate or required by applicable law.

If a replacement is provided, it will be the same product model whenever possible. If the same model is unavailable, we will offer a comparable replacement or another suitable solution.

Replacement products remain covered for the remaining period of the original 2-year warranty.

Return Shipping for Warranty Claims

If a product return is required for inspection, HiZoo will provide instructions by email. If the defect is confirmed to be covered by this warranty, HiZoo will cover the cost of shipping the replacement to you.

Purchases from Third-Party Platforms

This warranty applies to products purchased directly from our official store. If your HiZoo product was purchased through a third-party platform or marketplace, warranty claims, returns, exchanges, and refunds may be subject to the policies of the platform where the purchase was made. HiZoo may still assist with general product questions when possible.

Non-Transferability

This Limited Warranty is non-transferable and applies only to the original purchaser. Proof of purchase may be required to confirm warranty eligibility.

Limitation of Liability

To the fullest extent permitted by law, HiZoo's liability under this warranty is limited to the replacement, store credit, or refund of the defective product. HiZoo is not responsible for indirect, incidental, special, or consequential damages arising from the use of, or inability to use, the product.

Nothing in this Warranty Policy limits any rights you may have under applicable consumer protection laws.

Contact Information

For warranty questions or to submit a warranty claim, contact us at: